Retail Gets Real · with Christopher Thomas-Moore · August 23, 2022 · 25 min
Summary
Domino's Senior VP of Customer and Store Experiences, Christopher Thomas-Moore, shares an in-depth look at how the QSR giant has consistently innovated since 1960. The episode highlights Domino's customer-centric approach, leveraging feedback to drive technological advancements like their delivery tracker and the 'Mind Order' app. This is a must-listen for ecommerce professionals looking to embed innovation and customer understanding into their core strategy.
Key takeaways
Prioritize customer feedback as a central pillar for innovation and product development to ensure solutions address real needs.
Explore brand partnerships that creatively integrate technology and pop culture to generate engaging and memorable customer experiences, such as Domino's 'Mind Order' app with Netflix.
Invest in technology that provides transparency and real-time updates for customers, like a delivery tracker, to enhance satisfaction and manage expectations.
Foster an internal culture that empowers teams to think creatively and challenge existing boundaries to encourage continuous innovation.
Actively monitor emerging trends in your industry to proactively adapt and continuously enhance both digital and physical customer experiences.
From its delivery tracker to a mind-ordering app developed in partnership with Netflix’s “Stranger Things,” Domino’s has been delivering on innovation since 1960. Many of those innovations have come about by listening to the customer and adapting based on what they needed, says Christopher Thomas-Moore, senior vice president of customer and store experiences at Domino’s. On this episode, Thomas-Moore discusses his career journey, how the pizza brand leads when it comes to innovation, and the future of the quick service industry. Learn more at retailgetsreal.com.
What does this episode say about retail & omnichannel?
Prioritize customer feedback as a central pillar for innovation and product development to ensure solutions address real needs.
What does this episode say about brand & content?
Explore brand partnerships that creatively integrate technology and pop culture to generate engaging and memorable customer experiences, such as Domino's 'Mind Order' app with Netflix.
What does this episode say about customer retention?
Invest in technology that provides transparency and real-time updates for customers, like a delivery tracker, to enhance satisfaction and manage expectations.
What does this episode say about ai & automation?
Foster an internal culture that empowers teams to think creatively and challenge existing boundaries to encourage continuous innovation.
What does this episode say about retail & omnichannel?
Actively monitor emerging trends in your industry to proactively adapt and continuously enhance both digital and physical customer experiences.
